EDUCAUSE Annual Conference 2024
Agenda
Charting the Course to Enterprise Service Management (separate registration is required)

Charting the Course to Enterprise Service Management (separate registration is required)

Universities seeking to bring order and efficiency to fragmented, disconnected, and ultimately costly operations often consider extending successful IT Service Management (ITSM) practices beyond IT. What does it take to make this shift? Whether driven from inside IT, built organically one external department at a time, or implemented with strategic intention, Enterprise Service Management (ESM) can connect the disconnected, de-silo the fragmented enterprise, reduce costs and improve operations across the Enterprise. In this engaging and interactive workshop, experienced practitioners will share foundational concepts, best practices, case studies and facilitate exercises designed to prepare participants to overcome common challenges, equipping attendees with strategies to chart their ESM path at their institution. Whether you are just getting started with service management, an experienced ITSM professional, Business Analyst, CTO or CIO, this workshop is for you!

Presenters

Marie DiRuzza

Director, Campus Technology and Media Support, Mount Holyoke College
Melissa Jackman

Director, IT Service Management and Support, Duquesne University
Mark Katsouros

Sr. Director, IT Engineering & Operations, Duquesne University
Mitch Pautz

ITSM manager, University of California, San Francisco